We are committed to providing a professional service to all our clients and customers. When something goes wrong, we need you to tell us about it. This helps us improve our service and maintain the high standards we aim to provide.
Where appropriate, we will make reasonable adjustments for consumers who may be disadvantaged because of factors such as age, infirmity, disability, lack of knowledge, language barriers, numeracy ability, economic circumstances, bereavement, or where English is not their first language.
If you have a complaint, please put it in writing, including as much detail as possible. We will then respond in line with the timescales set out below. If we have not addressed your complaint within eight weeks, you may be able to refer your complaint to The Property Ombudsman without waiting for our final viewpoint.
What Happens Next?
Stage 1 – Acknowledgement
We will acknowledge receipt of your complaint within three working days of receiving it and will provide you with a copy of this complaints procedure.
Stage 2 – Investigation
Your complaint will be investigated by the office manager or an appropriate senior member of staff who will review your file and discuss the matter with the staff member involved.
We will provide a formal written response outlining the outcome of our investigation within 15 working days of receiving your original complaint.
Stage 3 – Final Review
If you remain dissatisfied, you should contact us again and we will arrange for a separate review to be carried out by a senior member of staff.
We will write to you within 15 working days of receiving your request for a review, confirming our final viewpoint on the matter.
Independent Redress – The Property Ombudsman
If you remain dissatisfied after receiving our final viewpoint letter, you may refer your complaint to The Property Ombudsman for an independent review.
The Property OmbudsmanMilford House
43–55 Milford Street
Salisbury
Wiltshire
SP1 2BP
Email: admin@tpos.co.uk
Telephone: 01722 333 306
Website: www.tpos.co.uk
You must submit your complaint to The Property Ombudsman within 12 months of receiving our final viewpoint letter and include any supporting evidence.
Please note that The Property Ombudsman requires all complaints to be addressed through our in-house complaints procedure before they can be reviewed independently.
Professional Conduct & Membership Complaints – Propertymark
While The Property Ombudsman deals with consumer redress complaints, if your complaint relates to a potential breach of professional conduct, membership rules, or the conduct of a Propertymark Protected agent, you may also raise your complaint with Propertymark.
Examples may include concerns regarding professional standards, ethical conduct, or breaches of Propertymark membership obligations.
For further information, please refer to our Propertymark Customer Complaints Procedure PDF below.
